General Product Delivery and Returns
Usual product delivery charges are £4.50 to UK Mainland which will be calculated at checkout.
However, there may be an additional charge for delivery depending on the quantity of items purchased, the size of the item (length or width), the total weight of your order and the delivery location. Deliveries to Northern Ireland, The Channel Islands, Isle of Man, Isles of Scily, Scotland and the Outer Hebrides will incur additional delivery charges due to transport costs. After placing your order you will receive a call back reference these additional charges should this be the case.
UK Mainland Orders over £75 have a free delivery subject to the following parameters:
- The weight of goods ordered must be less than the maximum shipping carton weight accepted by our courier (typically 30Kg).
- The volume of goods ordered must not exceed the standard shipping carton accepted by our courier.
- Certain items have a fixed delivery charge irrespective of order value. Typically, this refers to large and heavy items that are delivered on pallets, but may relate to large items (length or width) and large volume items such as water butts. This is typically seen when ordering through the website.
- Very heavy or very bulky items will incur a delivery charge over £15 regardless of order value. These may be identified after initial purchase where a member of our team will contact you by phone or email.
Courier, large parcel and pallet deliveries with Charlies Direct require a signature upon delivery.
Orders are processed in 3-5 working days. Delivery times will vary upon the method of delivery (by post, courier, large parcel delivery or pallet) and location. Orders sent by courier and large parcel delivery are dispatched on a next working day service. For all methods of dispatch the following locations will take longer to be delivered: Scottish Highlands & Islands, Northern Island, Isle of Man, Isles of Scilly, the Channel Islands, all European countries.
We hope you will be delighted with everything you have bought from us, but if you are unhappy with your products for any reason, you can return them to us in accordance with this returns policy.
Returns to store
You can return unused products to any Charlies store for an exchange or refund within 28 days after receipt of the goods. Please ensure that you take your packing slip with you as proof of purchase or the store will not exchange or refund the goods.
Returns by post
You may return unused products by post within 14 days of receipt. The cost of returning products to us shall be borne by you. The products are your responsibility until they reach our warehouse. Please ensure that the products are suitably packaged to prevent damage in transit. Products that have been used cannot be returned unless a warranty claim will be entered into.
If products are returned by post, you should obtain proof of postage from the postal service you use. We recommend that you use a postal service that insures you for the value of the products you are returning. We will refund the full price you paid for the products, as well as any delivery charge, using the same method you used to pay for them.
Products Received Damaged
If you receive an item that appears to be damaged, please sign for the items clearly noting that it is damaged and contact us immediately. We request that damages be notified to us within 24 hours of receipt.
You have a right to cancel your order under the Consumer Contract Regulations 2013. If you wish to cancel please tell us in writing or by email to firstname.lastname@example.org within 14 days from the day after the date on which the products are delivered. You must return the products to us in accordance with these Terms of Sale within 14 days of the cancellation. The cost of returning products to us shall be borne by you. You may wish to obtain a proof of dispatch as the products remain your responsibility until we receive them. Upon receipt of products we will refund the products and any delivery charge within 14 days.
If you want to return or exchange your products, you must take reasonable care of them and they should be returned to us in their original condition. For example:
You can open the packaging to look at products
Care must be taken when trying on garments i.e. if you are wearing perfume or make-up which may leave scent or marks on the products.
Tags should not be removed from any item and the original packaging should be retained and returned
If you fail to take reasonable care of the products before returning them to us, you may have to compensate us. Our returns policy does not affect your statutory rights in respect of defective products.
Risk and title
The products will be at your risk from the time of delivery. Ownership of the products will only pass to you at the time of delivery or (if later) when we receive full payment of all sums due in respect of the products, including delivery charges.
For more details about delivery charges or returns, please see our terms and conditions.